SAP
Hesham Khidr
IT Technical Support
Maadi ,Cairo
Summary
Seeking a challenging position at a reputable company where my background and experience can be well utilized and my main objective is always to maintain success through the contribution with a positive and influential rule within a growing and challenging manufacturing environment and to ensure having an added value for myself, my colleagues and the whole organization.
Overview
22
22
years of professional experience
6
6
Certifications
3
3
Languages
Work History
Senior IT Technical Support
Wintershall DEA Egypt (Oil & Gas)
Cairo
10.2017 - Current
- Provide first level helpdesk support and customer service on IT services for local support, remote and visitor users includes windows, standard applications, setup presentations, video conference and teleconference setup, reset password, unlock accounts, Outlook Web Mail, Free Zone, FTP services
- Provide Mobiles for all users (Except National users) and installing WD applications on it
- Create, work, monitor and follow up Service Now tickets (Quality control) for first and second level support Service Now tickets
- Provide help in Rig Sites for Rig up (such as infrastructure)
- Delivering laptops & installing WD Windows Image and WD applications for all users
- Provide IT Hardware Lending service include (Memory Stick, Laptop, Pointer, Projector, Speakers, Headphone, Webcam, Speakerphone, Mic, and MiFi Devices)
- Communicate and inform staff members regarding IT related problems and resolutions, maintenance down time plan, new IT solutions and tools, etc
- Provide basic and customized in-house training for IT Services, Windows & MS Office as train IT staff on Service Now ticket system usage and support workflow
- Keep track of IT equipment movement and inventory using RFID and provide junk list of related area and report shortage
- Provide IT assets report for auditors
- Develop, update documentation and create related purchase requests of related areas on SAP
- Create Service Entry Sheets on SAP for IT invoices
- Support & Trouble shooting SAP as First level and escalate for second level
- Work on IT communication channels and IT services awareness campaigns towards DEA Egypt end users includes issuing periodical newsletter and booklets, training materials update building entrance screens
- Support & Trouble shooting all company printers (HP & Canon) as first level and escalate for Service Provider, Replacing all toners & cartridges, Following up for monthly maintenance for both (HP & Canon)
- Provide all IT Hardware for new colleagues (Monitors, Headphones, Keyboards, Mouses, Docking Stations, Printers, & Scanners) & setup IT hardware & cables in users’ offices
- Collecting IT Hardware from all users (Who left company) and following up for pending IT equipment
- Creating IT Hardware Form (Paper/Electronic) for IT Hardware equipment
- Following up with vendors for IT hardware Grantee
- Following up with service providers for fixing, replacing, troubleshooting spare parts for laptops
- Handling Windows Licenses for all users’ laptops
- Align and agree with vendors for IT equipment specifications
- Being present and available to clients requiring technical assistance
- Handling IT Store and organizing IT equipment as standard
- Use DEA standards whenever applicable.
IT Helpdesk Officer
RWE DEA EGYPT BRANCHES (Oil & Gas)
Cairo
06.2012 - 09.2017
- Creating, handling & solving tickets for all IT incidents
- Responsible for the incident management process and first level support
- Responsible for all IT awareness campaigns and communication channels to the end users, Marketing our IT Services to improve efficiency and effectiveness
- Responsible for IT asset management using RFID technology.
Assistant MIS Manager
CONRAD HOTEL CAIRO (Hotels & Hospitality)
Cairo
01.2011 - 05.2012
- Responsible for the IT environment of Conrad Hotel Cairo Create Vision and Mission for the local IT
- Assist IT Manager for IT Services run smoothly without any problems.
- Observe, maintain, fix Network problems.
Systems Supervisor for IT Division
CONRAD HOTEL CAIRO (Hotels & Hospitality)
Cairo
05.2008 - 12.2010
- Troubleshooting Sun system and Front Office software (Fidelio, Opera & OnQ...) problems
- Fix all Micros System Problems.
- Supervise and Train staff in lower level.
- Maintain, fix, setup all hardware and devices (PCs, Laptops, Printers, & Scanners...)
- Create, reset, unlock users on active directory.
IT Specialist
JW Marriott Hotel Cairo (Hotels & Hospitality)
Cairo
11.2005 - 03.2008
- Handle all hardware & software problems
- Fix all Micros system problems
- Manage all Network & printers’ issues.
At Your Service Agent
JW Marriott Hotel Cairo (Hotels & Hospitality)
Cairo
04.2004 - 10.2005
- Handle all guests’ calls & requests
- Make sure guest is satisfied.
Finance & IT Officer
Integral For Engineering & Trade Company
Cairo
10.2002 - 01.2004
- Responsible for finishing grantee letters for the company.
Education
COMPUTER & INFORMATION SYSTEM
SADAT ACADEMY FOR MANAGEMENT SCIENCES
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Amin El Raai (High School Degree)
Skills
Persuasion
Military Status
Exempted
Additional Certifications And Trainings
- Troubleshooting Windows 10
- MCP
- MCTS
- Oracle Developer
Personal Information
- Date of Birth: 04/05/80
- Nationality: Egyptian.
- Marital Status: Married.
- Military Status: Exempted.
Software
Microsoft office 365
Share Point
Service Now Platform
Certification
MCP
Interests
Football
Reading
Travel
Timeline
Senior IT Technical Support
Wintershall DEA Egypt (Oil & Gas)
10.2017 - Current
IT Helpdesk Officer
RWE DEA EGYPT BRANCHES (Oil & Gas)
06.2012 - 09.2017
Assistant MIS Manager
CONRAD HOTEL CAIRO (Hotels & Hospitality)
01.2011 - 05.2012
Systems Supervisor for IT Division
CONRAD HOTEL CAIRO (Hotels & Hospitality)
05.2008 - 12.2010
IT Specialist
JW Marriott Hotel Cairo (Hotels & Hospitality)
11.2005 - 03.2008
At Your Service Agent
JW Marriott Hotel Cairo (Hotels & Hospitality)
04.2004 - 10.2005
Finance & IT Officer
Integral For Engineering & Trade Company
10.2002 - 01.2004
COMPUTER & INFORMATION SYSTEM
SADAT ACADEMY FOR MANAGEMENT SCIENCES
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Amin El Raai (High School Degree)
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